Director of Customer Success

Were transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together

Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview Instacarts Enterprise Solutions team partners with North Americas largest grocery and retail chains to power their digital commerce through StorefrontPro, the Enterprise API (Fulfillment and Ads), CarrotAds, and adjacent software products

Were seeking a Director, Customer Success to lead the commercial Retailer Success organization — accountable for post-live growth, retention, and expansion across the enterprise software portfolio.

In this highly visible role, you will lead a team of senior managers, Account Growth Managers (AGMs), and L7 Principal Growth Strategists who serve as the strategic and commercial face of Instacart to retailer executives

Youll own the outcomes that matter: net revenue retention (NRR), gross revenue retention (GRR), expansion GTV, adoption velocity, and CSAT Youll partner closely with Business Development on commercial leadership, with the Sr Director on portfolio-level strategy, with the Director of Enterprise Architecture & Engineering (the technical CS / PSM function) on shared accounts, and with Product on retailer signal and roadmap adoption.

This is a roll-up-your-sleeves leadership opportunity for someone who has personally led the transformation of CS from reactive enablement toward proactive business advisory, can hire and develop senior consultative talent, and thrives in a fast-paced, BD-led commercial environment with shared standar